Computer Masters Plus uses SOP Culture to fill the gap in their service delivery

Computer Masters Plus is a Managed IT Services Provider operating in the Oklahoma and Texas area. Since 2006, Computer Masters Plus has worked hard to provide a comprehensive range of services to their clients but, up until last year, the company’s leadership knew something was missing.

“We’ve always known there was a gap there, and I’ve tried to put things in place, I just didn’t have the blueprint I guess,” says Computer Masters Plus Owner Kyle Brown.

Knowing that there was something missing, Brown attempted to fill that gap in their service delivery. After hearing Brainlink’s Raj Goel speak about Standard Operating Procedure (SOP) Culture a few times, Brown knew they had found the solution.

“I heard a few of his podcasts, and heard him in other outlets, and I was really impressed,” said Brown. “I’ve always felt that there was a gap in our service delivery and that it was process-based, I just didn’t know how to define it. I spent a lot of time looking through other people’s processes online, and after hearing Raj speak, it really opened our eyes.”

SOP Culture is Brainlink’s proven method for detailed and effective documentation. Each SOP clearly lays out the steps in a given task, so that anyone in the business can carry it out as need be.

“We often fell into situations where I was only one who knew how to do something, which would bring things to a halt, slow things down, and kill productivity,” says Brown. “[With SOPs], one of the lowest on our totem pole is able to do something that normally our Tier 1 guys took care of, without any instruction.”

As Brown has implemented SOP Culture throughout Computer Masters Plus, he has begun to enjoy a range of benefits.

“We’ve already started implementing it across the company; how to greet a customer, how to check repairs, etc.,” says Brown. “We’re using it in all aspects of the business. We’re happy; it’s taken a lot of stress off of me in particular. It’s hard to take a vacation because you have to be there, but now you can put it on paper with a proven process, and it helps you sleep a little bit better.”

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